About the role
As a Senior Support Escalation Manager at Microsoft, you will manage escalated customer issues, lead strategic projects, drive process improvement, and foster cross-team collaboration to ensure customer success.
TechnologyOnsiteSupport Escalation Management
Key Responsibilities
- Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues.
- Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues.
- Leverage relationships to remove roadblocks and develop written protocols for issue resolution.
- Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don't hinder resolution.
- Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners.
- Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues.
Requirements
- Experience as a Support Escalation Manager or similar role
- Strong problem-solving and collaboration skills
- Excellent communication and relationship management abilities
- Capability to lead strategic projects and mentor team members
- Vendor management experience